What Chipotle Can Teach Companies About Honesty With Customers
Chipotle Mexican Grill customers fled in droves after an e-coli breakout in late 2015, devastating the company’s sales. On a conference call shortly after, Chipotle’s chief marketing officer was asked what he learned from the ordeal. CMO Mark Crumpacker talked about the aggressive marketing campaigns the company had targeted around the restaurants that experienced outbreaks. The strategy wasn’t to make excuses. It was to fess up, apologize, fix the problem, and move on.
Copyright © 2017 Sophie Bakalar